I've had plenty of fine experiences when trying to get something unusual out of first-line support. They can't handle everything, but they should be capable of understanding that and handing you off to the right people when necessary. Plenty of other companies do fine with this, so why can't Comcast?

There is no excuse for making me deal with some gigantic company's internal structure. You hide that from the outside world, you don't force people to navigate it.